Tenova10 Refund & Cancellation Policy

Effective Date: 16 August 2026

Last Updated: 16 August 2026

Tenova10 Hub aims to handle cancellations, refunds, and payment issues fairly while protecting the business and its customers from fraud and abuse.

Nothing in this policy removes or restricts a consumer right that cannot lawfully be excluded or restricted under Nigerian law.

1. Payment Processing

Payments are processed through the payment methods displayed at checkout, including Paystack where enabled.

A successful payment authorisation does not necessarily mean that Tenova10 has completed its stock, fraud-prevention, fulfilment, and delivery checks.

2. Tenova10-Initiated Cancellation

Tenova10 may cancel an order where:

• a product cannot be supplied;
• an upstream supplier becomes unavailable;
• a material product or pricing error occurred;
• payment cannot be verified;
• the transaction reasonably appears fraudulent or unauthorised;
• delivery information is materially insufficient;
• the order cannot legally or safely be fulfilled; or
• another legitimate operational circumstance prevents fulfilment.

If Tenova10 cancels a paid order because we cannot fulfil it, the applicable amount will be refunded through the appropriate payment/refund process.

3. Upstream Supplier Stock Failure

Because Tenova10 uses a hybrid fulfilment model, an upstream supplier may become out of stock after a customer has paid.

Tenova10 will:

1. open an order/payment review;

2. notify the customer;

3. determine whether reasonable alternative fulfilment is available; and

4. if fulfilment is not reasonably possible, cancel the affected item/order and initiate the applicable refund.

4. Customer Cancellation

Customers should contact Tenova10 as soon as possible if they want to cancel an order.

A cancellation request received before dispatch or fulfilment commitment will generally be easier to process.

Once an order has been dispatched or fulfilment has materially commenced, cancellation may no longer be operationally possible. Any applicable consumer cancellation or return right under Nigerian law remains unaffected.

5. Refunds for Defective or Non-Conforming Goods

Tenova10 inspects and/or tests products before dispatch where reasonably practicable.

Customers should inspect and, where reasonably possible, test products at delivery in the presence of the courier and report obvious issues immediately.

However, Tenova10's inspection-at-delivery request does not replace statutory consumer protections.

Under applicable Nigerian consumer-protection law, qualifying defective or non-conforming goods may be returned and may require repair, replacement, or refund. In particular, the Federal Competition and Consumer Protection Act provides an implied warranty of quality and states that, within three months after delivery, qualifying goods that fail the statutory quality requirements may be returned without penalty at the undertaking's risk and expense, with repair, replacement, or refund as the applicable remedy.

Tenova10 will therefore assess genuine defect/non-conformity claims according to applicable law and the circumstances of the order.

For damage, deformation, wrong item, or other issues that would reasonably have been visible at the point of delivery, the customer should report the issue on the same day of delivery, ideally before the product is used, altered, or exposed to conditions unrelated to delivery. This expectation applies only to issues that are reasonably discoverable at delivery; it does not limit or shorten the statutory return right described above for latent defects or non-conformity that could not reasonably have been discovered at that time.

At delivery, our courier asks the customer to send the order number by SMS from the phone number on the order, and confirms that it matches before treating the order as delivered. Where this courier confirmation was obtained for an order, it may be used to assess receipt of the product at the point of delivery and may be weighed against a later complaint.

6. Change of Mind, Size, Colour and Design

Where Tenova10 supplies the exact product and specification ordered, a refund or replacement will not ordinarily be granted merely because the customer:

• selected the wrong size;
• changed their mind;
• expected a different fit;
• dislikes the selected colour after delivery;
• perceived a colour differently because of their screen or lighting;
• no longer likes the selected pattern/design; or
• prefers a different product.

Minor or negligible differences in colour, pattern, print placement, texture, or appearance are not ordinarily grounds for refund.

This does not affect any statutory right that applies to the particular transaction.

7. Materially Different Product

If Tenova10 supplies a product that materially differs from the product, description, sample, or specification that the customer ordered, the customer should notify us promptly.

Tenova10 will investigate and provide the remedy required by applicable law and the circumstances, which may include return, replacement, or refund.

8. Refund for an Approved Claim

Where a refund is appropriate, Tenova10 will initiate it after completing any required verification and, where legally permitted, any required return process.

For Paystack-processed transactions, Tenova10 will ordinarily use the applicable Paystack refund mechanism rather than an unrelated payment method.

Paystack states that processed refunds may still take up to 10 business days to reach the customer's account, depending on the financial institutions involved.

9. Return Costs

For statutory defective/non-conforming goods covered by applicable Nigerian law, Tenova10 will comply with the legally applicable allocation of return costs.

For discretionary returns that are not required by law, Tenova10 may require the customer to bear reasonable return costs where that arrangement was clearly disclosed and is lawful.

10. Fraudulent or Abusive Refund Claims

Tenova10 may investigate claims where there are reasonable grounds to suspect:

• fabricated or manipulated evidence;
• intentional damage;
• false non-delivery claims;
• claims concerning a different product;
• duplicate refund/replacement requests;
• repeated abuse of refund procedures;
• unauthorised payment activity; or
• other fraudulent conduct.

A claim that is materially inconsistent with Tenova10's courier confirmation (that the customer sent the order number by SMS from the phone number on the order at delivery) may be treated as grounds for further investigation under this section.

Tenova10 may request additional evidence and may decline an unsupported claim where lawful.

Confirmed suspected fraud may be reported to relevant payment providers, financial institutions, regulators, or law-enforcement authorities.

11. Duplicate or Erroneous Payments

Customers should contact Tenova10 immediately if they believe they were charged twice or paid an incorrect amount.

We will investigate and process an appropriate correction or refund where the error is confirmed.

12. Chargebacks and Payment Disputes

Customers are encouraged to contact Tenova10 first about payment, delivery, refund, or order problems so that we can investigate and resolve genuine issues.

Nothing in this policy prevents a customer from exercising a legitimate right available through their bank, card network, payment provider, or applicable law.

Knowingly submitting a false or fraudulent payment dispute may be investigated as transaction abuse.

Tenova10 maintains relevant transaction, order, delivery, communication, and refund records — including whether courier confirmation was obtained for the delivery — to respond to legitimate disputes, and may submit relevant, transaction-specific evidence to Paystack or the customer's financial institution as part of that response.

13. Refund Processing

Tenova10 will initiate an approved refund as soon as reasonably practicable after the refund decision and completion of any necessary verification.

The time between refund initiation and the customer's receipt of funds is controlled partly by the payment processor and the customer's financial institution.

14. Contact

Tenova10 Hub

14 Arogundade Estate, Gaa-Akanbi, Ilorin

Email: tenova10.com@gmail.com

Phone: 08028679810

Please include the order number in refund and cancellation requests.